How can I troubleshoot the status of the TCP connection of the Collector?
Question:
How can I troubleshoot the status of the TCP connection of the Collector?
Answer:
You can check the TCP connection status of the Collector by using the Collector configuration tool:
nxtcfg.exe /g tcp_status
You have probably already executed the command shown above and it has displayed an error you want to know more about.
The following table contains a list of errors, their description and remediation for each:
Message | Definition | Remediation |
---|---|---|
[ERROR] Nexthink Coordinator service is not installed | The Coordinator is not found in the device. No TCP connection is established. | Reinstall the Collector. |
[ERROR] Nexthink Coordinator service can not be queried | The Coordinator is momentarily not able to respond to the query. | Retry the nxtcfg /g tcp_status command and restart the device if the same status is shown again. |
[ERROR] unknown | There was an unknown error while trying to get the status of the TCP connection from the Coordinator. | Retry the nxtcfg /g tcp_status command and restart the device if the same status is shown again. |
[INFORMAL] Nexthink Coordinator service is stopped | The Coordinator service is installed but not running. No TCP connection is established. |
|
[INFORMAL] Initializing connection | The Coordinator is starting and it will soon attempt to establish a TCP connection with the Engine. | The connection initialization should not be longer than 2 minutes and this message should be updated after this time. This status can also be seen if you have no endpoints allocated. |
[INFORMAL] connected | The Coordinator has established a TCP connection with the Engine successfully. | Nothing to do! |
[ERROR] protocol failure | There is a version mismatch between the Collector and the Engine. | An upgrade of the oldest component should be done. |
[ERROR] Customer Key issue | There is a mismatch between the Customer Key in the Collector and that of the Engine. |
|
[ERROR] Certificate issue | There is a mismatch between the root certificate in the Collector and that used to sign the server certificate in the Engine. |
|
[ERROR] Host not found | The DNS name or IP address of the Engine configured in the Collector designates a host that is not found in the network. |
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[ERROR] TCP connection failure with code: <number> | Returns an error code from the underlying implementation that indicates the reason for the failure. | In the event of one of the following error codes (0, 1, 2 or 7), apply the following steps:
If the error code is different from those above, contact the Nexthink Support. |
[INFO] Protocol handshake in progress | "Protocol handshake" is taking place between "Initializing connection" phase and "Connected" phase. | Can happen on both Windows and Mac Collector. In this case check:
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